[rt-users] Shredder cannot shred ticket with many attachments

2009-01-07 Thread Ian Rowland
Hi everyone, first time post to the list but I have been following it for 2 years now - thanks for all the great advice. I had a mail loop on my system during December. Someone emailed a corrupt attachment in, rt would send a response to watchers and my exchange server on the LAN NDR'd the

[rt-users] Search for logged-in user as requestor

2009-01-07 Thread Justin Hayes
Hi, I would like to be able to create saved searches that will find tickets where the logged in user is the Requestor. This is easy for Owner as you can use Owner = '__CurrentUser__'. Is there a way to do this for Requestor though? I tried Requestor = '__CurrentUser__' but

[rt-users] On Comment set to open

2009-01-07 Thread Dave Wells
Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave

Re: [rt-users] Shredder cannot shred ticket with many attachments

2009-01-07 Thread Ian Rowland
I ran it with nagios disabled and same error: Couldn't wipeout object: no connection to syslog available - /dev/log is not a socket at /usr/local/lib/perl5/site_perl/5.10.0/Log/Dispatch/Syslog.pm line 71 Stack: [/usr/lib/perl5/5.10.0/Carp.pm:44]

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Helmuth Ramirez
I'm not sure what your requirements are, but here is what we did. I tried to keep it as simple and as if I get hit by a milk truck tomorrow someone will need to work on this troubleshooting friendly as possible :) We have AD accounts created with the e-mail addresses we give to our users,

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Ian Rowland
Just a note - I found out the hard way that if you use distribution groups they are by default internal only - you have to set the group/list in Exchange 2007 to accept external mails for them. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On

[rt-users] [Rt-announce] RT 3.8.2 Released

2009-01-07 Thread Kevin Falcone
We are happy to announce that RT 3.8.2 is now available. You can download it from: http://download.bestpractical.com/pub/rt/release/rt-3.8.2.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.8.2.tar.gz.sig SHA1 sums e5e17464849ec040b7b1d6d14f456a2e64871848 rt-3.8.2.tar.gz

[rt-users] On Comment set to open

2009-01-07 Thread Dave Wells
Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a default action and if it is can it be changed? Many Thanks Dave

Re: [rt-users] Search for logged-in user as requestor

2009-01-07 Thread Franzini, Gabriele [Nervianoms]
Hello,Justin, I use in similar saved searches for V3.8.1 the clause: Owner.Id = '__CurrentUser__' so maybe Requestor.Id would do? HTH, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL 20014 Nerviano Italy - Message: 1

Re: [rt-users] On Comment set to open

2009-01-07 Thread Stephen Turner
On Wed, 07 Jan 2009 10:03:35 -0500, Dave Wells dave.we...@foreshore.net wrote: Hi Guys, Just a quick question, when our users comment on a ticket in a new state, the ticket is automatically moved to an open state. There are no scripts I can find that carry out this action, is this a

Re: [rt-users] On Comment set to open

2009-01-07 Thread Jerrad Pierce
On Correspond Open Tickets with template Blank It's a customization on the wiki, not a part of the core as far I've ever seen. There are also variants like take on correspond iff unowned admincc, which we recently implemented here with success. -- Cambridge Energy Alliance: Save money. Save the

Re: [rt-users] On Comment set to open

2009-01-07 Thread Dave Wells
Hi, Nope this is purely a comment via the web interface. I have also removed the default script mentioned. The scripts I have set are as follows: Scrips which apply to all queues Send Notification of Ticket when a reply is received to a resolved ticket On Reply to Resolved Ticket Notify

[rt-users] RT at a Glance modification

2009-01-07 Thread seb...@gmail.com
Hi list, I notice that under version 3.8.2 the length of the subject adjusts into the RT at a Glance page, seen the Quick Search, Reminders, etc.- moving from side to side depending on ticket subject length. Is there a way to change this as per 3.6.1 handles? I been looking through some css but

Re: [rt-users] On Comment set to open

2009-01-07 Thread Stephen Turner
On Wed, 07 Jan 2009 10:43:08 -0500, Dave Wells dave.we...@foreshore.net wrote: Hi, Nope this is purely a comment via the web interface. I have also removed the default script mentioned. This finally rang a bell - if you look at html/Ticket/Update.html you'll see code that sets the

Re: [rt-users] On Comment set to open

2009-01-07 Thread Stephen Turner
On Wed, 07 Jan 2009 10:41:03 -0500, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Correspond Open Tickets with template Blank It's a customization on the wiki, not a part of the core as far I've ever seen. There are also variants like take on correspond iff unowned admincc,

Re: [rt-users] On Comment set to open

2009-01-07 Thread Dave Wells
Thanks very much for the info, makes sense now. If I change html/Ticket/Update.html to set the status default to new, do you think this would cause any issues? -Original Message- From: Stephen Turner [mailto:stur...@mit.edu] Sent: 07 January 2009 15:56 To: Dave Wells; RT users Subject:

Re: [rt-users] On Comment set to open

2009-01-07 Thread Stephen Turner
On Wed, 07 Jan 2009 11:03:19 -0500, Dave Wells dave.we...@foreshore.net wrote: Thanks very much for the info, makes sense now. If I change html/Ticket/Update.html to set the status default to new, do you think this would cause any issues? I think this code (along with the global scrip) is

[rt-users] approval needs

2009-01-07 Thread Remy Berrebi
hi every one, i'm new on RT and i'm trying for my company to setup RT with approval mechanism... i'm actually using RT 3.8.1 i followed instruction here : http://wiki.bestpractical.com/view/ApprovalCreation when i create a ticket on queue 'request' a ticket is created on queue 'approval' ..

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Blake Turner
Thank you for the replies, Helmuth - I was going through your instructions and it seems pretty simple to setup. The only thing I don't understand is Mail server for RT uses Exchange as smarthost to relay all traffic. Are you saying that you had to setup RT to use Exchange as a Smarthost, and

[rt-users] closing out spam tickets

2009-01-07 Thread mcr
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 No matter how good our spam filters are for out support email accounts, spam is going to get through, and we would prefer to err on the side of letting things in rather than dropping emails from real customers. I'm wondering if someone has any

Re: [rt-users] closing out spam tickets

2009-01-07 Thread Jerrad Pierce
Items in the spam queue never show up in newest unowned, so that helps. Once every few days/weeks, I look at the spam queue, and bulk update things to rejected status. On Wed, Jan 7, 2009 at 11:51, m...@simtone.net wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 No matter how good our

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Helmuth Ramirez
Hi Blake, I have a mail server installed on my RT box (Postfix). Postfix is configured to use my Exchange server as its smarthost. I do this so my RT server doesn't need to talk to the internet to send e-mails, my Exchange box does that work. With the example below using the AD accounts

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Blake Turner
Helmuth, Is there any documentation with step-by-step instructions? I have never worked with RT before, and never even looked at Postfix either. It seems like a lot to take on, but I am willing to try it to get RT working properly. I have the contacts and mailboxes setup as you had shown in your

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread james machado
Take a look at this thread, this is how I do it with RT and Exchange 2003. http://www.gossamer-threads.com/lists/rt/users/72442?search_string=Mail%20setup%20-%20forwarding%20from%20Exchange;#72442 James. On Wed, Jan 7, 2009 at 9:49 AM, Blake Turner bl...@eos-3.com wrote: Helmuth, Is there

[rt-users] close ticket that is parent of a depend on (child) ticket?

2009-01-07 Thread Remy Berrebi
hi again, as all new user, i have many question :) is it a way to close a ticket when the child ticket is closed and resolved? thnaks a lot, regards, ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help:

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Helmuth Ramirez
Yes, you are on the right track J So based on my example, you'll need a mail server for RT. I happen to use Postfix, but its whatever you feel comfortable with (like if you've used Sendmail). Helmuth From: rt-users-boun...@lists.bestpractical.com

[rt-users] Easily fixing missing prinicipal

2009-01-07 Thread Jerrad Pierce
Is there an easy way to fix a missing principal? I'm getting the following errors with a local ticket: Web: Can't call method Name on an undefined value at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 685 Log: [Wed Jan 7 17:57:19 2009] [crit]: Found a principal () that was neither a user

[rt-users] sendmail memory allocation.

2009-01-07 Thread Curtis Bruneau
Has anyone ever come across the following error? It seemed to have happened randomly, I had to shutdown apache since it was stuck in this state for sending mails. I'm using apache2 and fastcgi, I'm guessing something broke once and due to the constant running it affected everything else. I

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Blake Turner
James, thank you for the reply . but I have read through that thread already, and the way they say to setup the connector for EX03 is not the same has how you set it up in 2007, so I cant get it to do the same thing. In that post they mention having all mail that is sent to the support email

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Blake Turner
Helmuth, I think my issue is that my initial intent was to have my exchange server do EVERYTHING by itself unless mail was being sent to an RT handled address. So my mail flow would be as such: Internet à my Exchange Server à RT server. Where it seems as though your plan is:

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread james machado
Blake, Not having Ex07 I could be off but in Ex03 when you make the connector one of the options is Address Space with an associated cost. It will send out using the connectors lower to higher until default connector gets everything that's left. The smarthost in the connector for RT will be set

[rt-users] install of 3.8.2 mysql problem

2009-01-07 Thread Cameron Slye
I am having a problem with a clean install of 3.8.2, and I tried with 3.8.1 also with the same results... (Mysql 5.0.67) I have run this a few times doing dropdb then initdb... Same results each time, and I have confirmed the db is gone before running the initdb Now creating a mysql

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread james machado
Blake, The way you want to do it is valid but you will need to take the incomming message that goes to exchange and then resend it to the RT server. If your using the same external domain to accept emails then your going to need to have Exchange forward the emails it receives (probably by

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Blake Turner
James, Yes, outside people will be emailing the queue on the RT server, and my users will need to send back mail from there. Currently I have a single domain, in a single forest. Domain1.com is my domain that im loging into. And I don’t really know how to set my domain on my RT

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Helmuth Ramirez
Well, I can't tell you if there are many pros to my model other than it allows for tier 1 support to look into issues rather than having to dig within Exchange. Obviously, that is a matter of personal taste/org structure. In my model, tickets flow like this: Sender - Exchange - RT RT -

[rt-users] RT 3.8.2 question

2009-01-07 Thread Kenneth Crocker
To all, We are planning to move up to 3.8.2 soon (a month?). One of the tings my users do not like is that there are many CF's that are sowing up in their Modify Ticket screen that some use, some don't ,but needs to be available for all. They want to be able to move the one's they do

[rt-users] An RT question about carriage return

2009-01-07 Thread Kenneth Crocker
To all, WE have many users that like to create their own tickets from email they get from their users (requestors). That way they can copy the part of the email that makes sense and leave out all the redundant verbage, etc. The problem lies in the fact that when they copy paste the

[rt-users] How to add a theme

2009-01-07 Thread Karl Boyken
Okay, now that I've thoroughly humiliated myself by asking about RTx-Shredder, another question: How can I add a theme to the Theme pull-down list in the General section of Preferences? I created a custom theme and put it in a directory in ./local/html/NoAuth/css, and I can set

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Blake Turner
Helmuth, So your Exchange server passes ALL mail to your RT server? Or just mail that is setup on your RT server ? And in regards to sending mail to the RT server, it is not setup, im not too sure what I need to configure with Postfix to have it setup. The service is running,

Re: [rt-users] RT2.0.15 to RT3.8.1

2009-01-07 Thread Joseph Spenner
--- On Tue, 1/6/09, Joseph Spenner joseph85...@yahoo.com wrote: --max_allowed_packet=128M as recommended at http://wiki.bestpractical.com/view/PgToMySQL  to get rid of a 'max allowed packet' error I got. What is the recommended max_allowed_packet size for RT3? Is there a

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Helmuth Ramirez
Blake, What instructions did you use to install it? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Blake Turner Sent: Wednesday, January 07, 2009 3:33 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Exchange

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Blake Turner
The guide that I used was this one: http://wiki.bestpractical.com/view/FedoraCore9InstallGuide Blake Turner IT Director EOS-3, LLC P: 888.EOS3.001 (367.3001) F: 888.EOS3.303 (367.3303) From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com] Sent: Wednesday, January 07, 2009

[rt-users] Subjects of tickets getting changed to include subject tag

2009-01-07 Thread Steven Kreuzer
I have an RT 3.8.1 install and I have been noticing that every once and a while, when an update to a ticket is sent in, the subject of the ticket gets changed to include subject tag at the end. The very last update to the ticket that this just happened to is: Wed Jan 07 10:28:56 2009

Re: [rt-users] Exchange 2007 setup with RT3

2009-01-07 Thread Helmuth Ramirez
Blake, I saw the guide you used, it uses a package, so I'm not 100% sure what it includes as far as mail server and other components. Following the guide to the end didn't yield good results though? It does mention the aliases and setting the rt-mailgate up. The other thing you can try

Re: [rt-users] Subjects of tickets getting changed to include subject tag

2009-01-07 Thread Jerrad Pierce
Does anyone have any clues as to what might be causing this? Nope. I've had it happen to. Some tickets seem to be persistently afflicted with this. I've manually gone in to correct the subject, and had it change again later into a monstrously long thing.

Re: [rt-users] Subjects of tickets getting changed to include subject tag

2009-01-07 Thread Jesse Vincent
It's the subject token extraction routines. They're designed to make sure that RT's can exchange mail without getting into ticket creation loops. This sort of suggests to me that your users or their mail clients somehow messed up the ticket id in the subject, as the code shouldn't add its own id

Re: [rt-users] Subjects of tickets getting changed to include subject tag

2009-01-07 Thread Steven Kreuzer
As far as I can tell, it doesn't appear that the subject was altered in any way. Just to confirm, I asked the person who sent in the email and they said they clicked reply, typed their response and did not change the subject I looked at the headers of the mail: Subject: Re: [RT - General

[rt-users] upgrading to 3.8.2 from versions prior to 3.8.x

2009-01-07 Thread jmoseley
Slightly confusing instructions (and different from 3.8.0) on upgrading a mysql database. First, the instructions say to run /opt/rt3/sbin/rt-setup-database telling the script the current version you are running. Then they say to stop the upgrade at 3.8.0 and then run:

Re: [rt-users] closing out spam tickets

2009-01-07 Thread mcr
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Jerrad == Jerrad Pierce jpie...@cambridgeenergyalliance.org writes: Jerrad Items in the spam queue never show up in newest unowned, so that helps. Jerrad Once every few days/weeks, I look at the spam queue, and bulk update Jerrad things

Re: [rt-users] How to add a theme

2009-01-07 Thread Ruslan Zakirov
It's hardcoded in lib/RT/Config.pm. We're happy to apply patch that builds list of themes from disk. On Wed, Jan 7, 2009 at 11:31 PM, Karl Boyken boy...@divms.uiowa.edu wrote: Okay, now that I've thoroughly humiliated myself by asking about RTx-Shredder, another question: How can I add a theme